(Source: Business Wire)Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer experience management and process optimization solutions for customer service operations, today announced that it has signed a material agreement with a new customer, a large gas and electric utility provider in the United States. The deal marks a significant expansion of Jacada's presence in the utilities vertical and will improve the way millions of utility customers are served.

Jacada also announces today that the company has signed a global value-added reseller agreement with Wipro Limited (NYSE: WIT), a large global IT services provider and the only Indian company to be ranked among the top 10 global outsourcing providers. This new utility customer represents the first joint win with Wipro.

After considering solutions from multiple companies, the utility provider selected the Jacada unified desktop solution to improve overall customer interaction by simplifying and streamlining existing processes and agent tools. With Jacada, the accumulation of systems and processes from recent acquisitions will be harnessed into a single, simplified agent view for each call type in order to more efficiently and effectively satisfy customer inquiries. This is expected to drive agent productivity, significantly improve customer satisfaction and deliver a rapid return on investment for the provider.

The Jacada solution will be jointly implemented by Jacada and Wipro professional services teams.

This relationship marks the coming together of two market leaders. Jointly, Jacada and Wipro can leverage a global network of customer relationships and domain expertise, to deliver complete customer support process optimization solutions to the utilities, insurance and telecommunications industries.

"We see a significant increase in demand from our large base of customers to provide effective solutions to improve customer service while reducing costs within their call center operations," said Paddy Padmanabhan, Energy & Utilities U.S. Head for Wipro. "The Jacada unified desktop solution offers a cost-effective and compelling way to do that. The resulting efficiency and productivity gains not only yield a superior customer experience, but deliver a return on investment in 12 months or less. That is creating real value for our customers and that is a top priority for Wipro."

"This deal marks the dawning of a new day for Jacada in the global utilities market," said Tom Clear, chief executive officer of Jacada. "Jacada brings a solution set and domain expertise which is in demand by utility providers today.